Everybody wants happy customers, and water utilities are no exception. Water is a fundamental part of life and customers tend to have strong opinions about it. From rates and billing systems to quality and taste, water is a commodity that people care about – and many of them are not shy about sharing their opinions.

That’s why communication with customers is so important. They need to understand, for example, the reasons for rate changes, voluntary conservation measures and upcoming infrastructure projects, especially those that might cause disruptions to service.

​While basic communication is important, it is not enough. Water utilities also must demonstrate they care for and value their customers. A campaign incorporating advertising, public relations and outreach can make a huge difference in the level of trust between a water utility and its customers. In this blog post, I’ll share three fresh approaches we have used at MNM to effectively engage water customers.